| Message from the Chairman of HKRMA | 3 |
| Message from Hon. Peter Shiu | 5 |
| Cover Story | 8 |
| Flagship Programmes | 13 |
| 2016 Annual Dinner and Retail Awards Presentation Ceremony | 13 |
| 2016 Service & Courtesy Award - Award Presentation | 16 |
| 2016 Mystery Shopper Programme Award Presentation | 22 |
| Mystery Shopper Programme - 2016 Service Trends for Retail Industry | 27 |
| 2016 Hong Kong Awards for Industries: Customer Service - Award Presentation | 28 |
| SME Support | 36 |
| Knowledge Sharing | 38 |
| Industry News | 43 |
| Members' Corner | 45 |